Vol 8, No 2 (2017) > Industrial Engineering >

An Ergonomic Study on the ‘Morningness’ and ‘Eveningness’ of Call Center Agents and Its Effect on Cognitive Performance

Alma Maria Jennifer Gutierrez, Satrina Arga, Kea Cruz, Beatrice Jison



The increasing
adaptation of shiftwork in the Philippines and its reported adverse effects had
encouraged research studies among Filipino workers. This study aims to identify
the circadian clock behavior of the shiftworker and its relationship together
with the shift schedule against the level of performance. The subjects used in
this study were call center agents. Subjects were initially asked to answer a
compilation of survey from the Standard Shift work Index (SSI) and Swedish
Occupational Fatigue Inventory (SOFI). During the experiment proper, three
laptops with head microphones were used where each laptop contained the
software and programs in measuring the speech ability, reaction time and memory
of participants.  Majority of the
respondents belong to the morning type and only one belonged to the intermediate type. The General Health Score
(SSI) of the agents was generally poor in the aspect of their psychological health. The Swedish
Occupational Fatigue Inventory (SOFI) scores showed that the respondents did not experience excessive
fatigue. Based on the two-way
ANOVA, it was found that the three speech ability measures and reaction time
were significant in terms of the performance deterioration at each schedule in
relation to the body clock of the individual.

Keywords: Call center agent; Circadian clock; ‘Eveningness’; ‘Morningness’; Shift work

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